Returns & Refunds

Before completing your purchase, please ensure that you have thoroughly reviewed and understood the product descriptions for all items in your cart, and that you have verified all item dimensions against the measurements of your space.

**Note: Items purchased on sale or with a discount are considered "final sale" and are not eligible for refund, return, exchange, or store credit.**

Handmade Disclaimer

All of our products are meticulously handmade, crafted one piece at a time using natural materials. Any irregularities in our products should not be construed as defects; rather, they should be appreciated as unique characteristics of artisanal craftsmanship. Please note that measurements are approximate, and photographs serve as representations of the merchandise, which may not perfectly capture the color. At Neutral Shade, we cannot guarantee the grain and texture of wood and painted surfaces, the natural patinas of wood, the dye of fabrics, or the finished color of any other materials. Slight variations in size and color should be expected. Therefore, we do not accept returns for the aforementioned reasons.

Please Note: Natural materials such as leather, wood, and marble exhibit variations, and their imperfections are not considered defects. As wood adapts to different climates, it may experience slight shifts in size, which can result in minor cracking. This is not a defect of the product but rather a beautiful testament to its organic nature.

Returns

We accept returns only on eligible items listed below. Please review the list to ensure your item qualifies before requesting a return. Requests for returns must be made within 7 days of receiving the product. Please contact our customer service team for approval of your return and to initiate the return process in the form of store credit.

The buyer is responsible for the shipping costs to return the item to our warehouse. Upon receipt, products will be inspected to ensure they are in their original condition and packaging, and unused. Refunds will be issued in the form of store credit within 5-7 days of receipt. Store credit never expires and can be used for any future purchase. Returns are for store credit only.

In most cases, a 15% restocking fee and/or damage fee will be applied. Please ensure items are packaged carefully for shipping. Do not ship items back to our warehouse without pre-approval, as returns will be reviewed on a case-by-case basis. We reserve the right to decline returns on certain items due to cost and space constraints.

Cancellations

Online orders can be canceled within 24 hours at no charge. A cancellation request received after 24-48 hours may incur a 15% restocking fee. After 48 hours, online orders cannot be canceled and are subject to the final sale policy.

Items Eligible for Return or Exchange

Items that arrive damaged if notified within 48 hours of delivery or pick-up.

Exceptions to our 7-day Return Policy

1. Custom made-to-order items are final sale unless damaged upon receipt.
2. Large items shipped by freight, such as sofas, dining tables, and other furniture over 50 lbs., are final sale.
3. Floor models and clearance items are final sale.
4. Bedding items, including sheets, duvet covers, and pillowcases, are final sale.
5. Actual shipping charges from your initial order will be deducted from your refund amount.
6. Customers are responsible for return shipping to our location in Ottawa, Ontario, Canada. We do not provide return shipping labels or schedule return shipments.
7. Art pieces are final sale unless damaged or defective.
8. Large commercial or industrial orders are final sale, applicable to commercial projects only.